Head of Field HR and Training

The Head of Training is responsible for leading the training function across a network of 450+ F&B franchise outlets. This role ensures that all training programs—from technical BOH skills to modern customer experience modules—are strategically designed, effectively executed, and continuously improved to meet operational goals and elevate people capability.

Responsibilities:

Strategic Training Development and Training Management

1. Design and execute training strategies that align with the companys growth plans, especially for Sales and Operations team.

2. Develop annual training roadmaps to support basic restaurant operations and management for restaurant managers and team members, including new store openings, bench planning, process improvements, and new innovation and programs rollouts.

3. Monitor and evaluate training effectiveness through measurable outcomes and feedback, ensuring alignment with business goals. Prepare and communicate training performance reports to relevant stakeholders, and initiate follow-up actions or support where necessary

4. Plan, manage, and execute large-scale training programs (e.g., brand campaigns, new product launches, system changes).

5. Oversee training logistics, trainer certification, and performance evaluation across multiple geographies.

Team Leadership & Budget Management

1. Lead and develop a high-performing training team.

2. Oversee training department budgeting, manage expenses efficiently, and ensure resource allocation supports business priorities.

3. Monitor trainer schedules, track execution of training plans, and ensure follow-through on training effectiveness and outcomes.

1. Lead the transformation of traditional training materials into digital-first formats (e-learning, video-based, gamified modules).

2. Continuously enhance training delivery methods to suit a multi-generational and geographically dispersed workforce.

Communication & Execution Alignment

1. Translate HQ directions into actionable training plans and execution playbooks across 470+ outlets.

2. Ensure consistent communication of brand standards and operational expectations to frontline teams.

Operational Excellence & SOPs

1. Work closely with Operations, FIT and QA teams to develop and update Standard Operating Procedures (SOPs) for FOH and BOH.

2. Ensure all SOPs are embedded into training modules for system-wide implementation.

Technical Skill & Customer Experience Training

1. Lead the development of technical BOH training modules (e.g., kitchen operations, product making and food safety).

2. Modernize customer experience training to focus on customer experience, guest engagement, and service innovation.

Collaboration with Franchisor

1. Partner with Yum! global training team to localize and adapt core training content to suit local operations, culture, and regulatory requirements.

2. Collaborate with local partners to activate local programs such as ADI.

Succession Planning & Talent Development

1. Build internal training pathways and modules to support leadership development, succession planning, and bench strength for all levels.

2. Champion learning as a driver for internal mobility and career progression.

Recruitment & Retention Initiatives

1. Support the recruitment of restaurant team - team members and restaurant management trainees.

2. Establishing onboarding programs that reduce early attrition.

3. Design and implement employee engagement and retention training initiatives focused on career development and motivation.

Operations Support

1. Be responsive and adaptable to urgent operational needs, including rollout of crisis training, brand updates, or compliance initiatives.

2. Work hand-in-hand with Operations to troubleshoot training gaps and improve frontline performance.

Compliance & Certifications

1. Support teams in achieving regulatory training certifications (e.g., Food Handler, HACCP, OSHA etc).

2. Monitor compliance with statutory and brand-required training programs.

Requirements:

• Bachelors degree in Human Resources, Education, Business Administration, or equivalent.
• Minimum 8-10 years of training experience in F&B or multi-outlet retail, with at least 5 years in a leadership role with passion for people development.
• Strong understanding of BOH operations, SOP development, and customer experience training.
• Skilled in digital learning systems, training data analysis, and performance reporting.
• Strong leadership, stakeholder management, and cross-functional collaboration abilities.
• Food Handler certification or related credentials are an advantage.

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Strategy/Planning, Training, and Design
• Industries Food and Beverage Services

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Information :

• Company : QSR Brands
• Position : Head of Field HR and Training
• Location : Petaling
• Country : MY